Complaints

This profile includes complaints for ViaPath Technologies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ViaPath Technologies

  3120 Fairview Park Dr Ste 300 Falls Church, VA 22042-4570

• 

  Global Tel* Link

  5700 SW 34th St Ste 300 Gainesville, FL 32608

• 

  Global Tel Link

  162 Bomar Blvd Nashville, TN 37209

• 

  Global Tel Link

  4460 Broad River Rd Columbia, SC 29210

• 

  Global Tel Link

  7777 Golden Triangle Dr Eden Prairie, MN 55344

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Viapath is committed to provide $0.99 to load money on our ******* Department of Corrections prisons accounts. My Loved One was moved from a private ******* prison on 7/22/21 to ************Correctional Institution, *DC prison. I called Viapath customer service on 6/15/2023 to request they change my loved ones prison from private to *DC so that we will only have to pay the $0.99 loading fee and that we would like a refund for the fees incurred from 7/22/2021 to 6/8/2023. He told me no problem and that it would take30 days and he would have to block my phone number for that period of time. This meant my loved one would not be able to call. I asked him why and was told this was company protocol for a refund. I said to forget the refund as I was not going to deny my loved one 30 days without a phone call. This is totally unfair to him and our family. He did change the prison from private to FDC so that now we will only be charged the $0.99 fee plusminutes we talk. We have spent, to the best of my ability $106.62 in fees from 7/22/21-6/8/23. After I spoke I went to my Payment History and it has been erased.I am sure Viapath has it. I am asking for a full refund for the two years. This is such a hardship for my husband and me. We are both 80 and live on a fixed income. There has been no revision or reaching out to us from Viapath.Thank you for any and all help in resolving this matter. Our account is under our email address: *******************************

  Business Response

  Date: 06/29/2023

  *** ******* *******                                                                                June 29, 2023
  **** ****** **
  Naples, FL *****
  ###-###-####
  Email: *********************@*****.com
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:***************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ***************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that ViaPath is committed to providing $0.99 to load money on our ******* Department of Corrections prisons accounts. My Loved One was moved from a private ******* prison on 7/22/21 to ******* Correctional Institution, *DC prison. I called ViaPath customer service on 6/15/2023 to request they change my loved ones prison from private to FDC so that we will only have to pay the $0.99 loading fee and that we would like a refund for the fees incurred from 7/22/2021 to 6/8/2023. He told me no problem and that it would take 30 days and he would have to block my phone number for that period.This meant my loved one would not be able to call. I asked him why and was told this was company protocol for a refund. I said to forget the refund as I was not going to deny my loved one 30 days without a phone call. This is unfair to him and our family. He changed the prison from private to *DC so that now we will only be charged the $0.99 fee plus minutes we talk. We have spent, to the best of my ability, $106.62 in fees from 7/22/21-6/8/23. After I spoke, I went to my Payment History, and it had been erased. I am sure ViaPath has it. I am asking for a full refund for the two years. This is such a hardship for my husband and me. We are both 80 and live on a fixed income. There has been no revision or reaching out to us from ViaPath. Thank you for all your help in resolving this matter. Our account is under our email address: *******************************.
  
  Upon review of the specific complaints outlined ViaPath reviewed the AdvancePay account ending in **** and confirmed a total of $153.89 in service fees and taxes for the dates referenced. Please note that Friends and Family are responsible for updating the facility via their online account or by requesting an update with Customer Service. The facility was updated as requested on 06/19/2023 and the correct fee of $0.99 was applied to the following transaction made on 06/19/2023 for $25.00. As a one-time courtesy, ViaPath deducted the $3.00 service fee including the applicable taxes and fees for 40 transactions for the dates referenced, totaling $153.89. $39.60 is what should have been the total amount charged for services fees for 40 transactions for the dates referenced. As a result of these findings, ViaPath issued a refund for the difference of $114.29. Please allow up to 30 business days to receive the refund via check to the address on file.
  
  Attached is a copy of the transaction history for the dates referenced.
  
  ViaPath regrets that ****************** did not have a positive experience using our services.ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations,we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:06/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ripped me off for $8.28. My son called me "collect" from a facility in ********; however, I had to pay the aforementioned amount without the benefit of being able to talk with him on the phone. The line went completely dead. I called ***** customer service to inquire about a refund but was told that wasn't an option. I then requested to speak to someone in the US but was told there wasn't anyone in the US that I could speak with about this issue. Finally, a supervisor by the name of ****** came to the phone. Not only did ****** not assist me with my request, he laughed about this problem. This is the worse person to have as a supervisor when engaging with consumers. First, please STOP outsourcing jobs to people who are not physically located in United States and can't speak procient English! Second, start collecting the funds after the completion of the phone call. This way, *** can verify that a call actually took place. This is how consumers are being ripped off, and why another class action lawsuit needs to be filed. *** is a repeat offender! I'm requesting a full refund of $8.28 for the inconvenience. It's better to write a letter to your loved ones because *** is incapable of handling telephone calls. I will also make a complete with the *** and the ***** This is absolutely ridiculous!!!

  Business Response

  Date: 06/17/2023

  Dear Sir/Madam! You have reached the wrong company. You were charged by *** Connect Network. We have no relation to them. Please remove your complaint from our name. Thank you.
  

  Business Response

  Date: 07/07/2023

  *** ***********************                                        July 7, 2023
  **** *************
  Charlotte Court House, VA  *****
  **************
  Email: *****************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: ********************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ********************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that GTL ripped me off for $8.28. My son called me "collect" from a facility in ********;however, I had to pay the aforementioned amount without the benefit of being able to talk with him on the phone. The line went completely dead. I called GTL's customer service to inquire about a refund but was told that wasn't an option.I then requested to speak to someone in the ** but was told there wasn't anyone in the ** that I could speak with about this issue. Finally, a supervisor by the name of ****** came to the phone. Not only did ****** not assist me with my request, he laughed about this problem. This is the worse person to have as a supervisor when engaging with consumers. First, please STOP outsourcing jobs to people who are not physically located in the United States and can't speak proficient English! Second, start collecting the funds after the completion of the phone call. This way, *** can verify that a call actually took place. This is how consumers are being ripped off, and why another class action lawsuit needs to be filed. *** is a repeat offender! I'm requesting a full refund of $8.28 for the inconvenience. It's better to write a letter to your loved ones because GTL is incapable of handling telephone calls. I will also make a complete with the *** and the ***** This is absolutely ridiculous!!!
  
  Upon review of the specific complaint outlined, ViaPath reviewed the Advance Pay One Call (APOC) dated 06/17/2023 and confirmed that the call lasted approximately 48 seconds, therefore a full refund of the call was issued back to the original method of payment, via credit/debit card ending in ****. Please note that the credit/debit card was initially charged a hold amount of $8.28. Upon completion/ending of the call, the charge amount was recalculated to be charged of $3.12, which has now been refunded in its entirety as requested due to the call lasting for under 1 minute. Please allow 3-7 business days to receive the credit back to the original method of payment.
  
  ViaPath regrets that ******************** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:06/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have to pay tax on a phone call through Global Tel Link/Via Path Technology. The ******* Dept. Of Corrections contract with GTL clearly says only a .99 cent fee would be charged to add funds to my account no matter how much money I want to deposit . And a fee for 13 1/2 cents per minute for call usage. GTL chooses to collect tax on call usage, but is not required to report the tax money to ******* Dept. of Revenue.  I have been using this company since December 8, 2021. I have paid approximately $90-$125 in unnecessary taxes. I am unable to upload the contract between GTL/Viapath and FDOC.

  Business Response

  Date: 06/29/2023

  **. *****************************************************                                        June 29, 2023
  ************************************************************
  **************
  Email: *******************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:*************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *************************** contacted the Better Business Bureau with the claim that Global Tel*Link Corporation (GTL) Violated its contractual obligations under its contract with the ******* Department of Corrections (**_DOC) outlining the following complaints:
  
  GTL should ONLY be charging $0.99 to load money, regardless of the method used.
  A fee of $0.135 cents per minute for call usage plus additional taxes
  
  Upon review of the specific complaints outlined and the contract terms, around additional fees regarding fees/taxes surrounding the deposit and or the fees outside of the per-minute call rate of $0.135, we interpret the contract to limit ancillary service charges/fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. ** law requires tax on communications services to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate published terms and conditions and the GTL website supports the pass-through of such taxes and mandatory surcharges.
  
  ViaPath regrets that ******************** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:06/16/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I haven’t been able to get any response from customer support, even after opening tickets. I’m just trying to get my profile picture removed from my *** account. You get charged for uploading one, but there’s no option to actually remove it; which seems a little shortsighted. I can’t seem to do it from my end, and I’d really like it so.

  Business Response

  Date: 06/29/2023

  *************************;                                                                                            June 29, 2023
  ************************************-**
  Yonkers, NY ********
  **************
  Email: *******************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:*********************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *********************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that: I have not been able to get any response from customer support, even after opening tickets. I am just trying to get my profile picture removed from my *** account. You get charged for uploading one, but there is no option to remove it, which seems shortsighted. I cannot seem to do it from my end, and I would really like it so.
  
  Upon further review of the specific complaints outlined as requested, ViaPath removed the current profile picture attached to the GettingOut online account for *** *******.
  
  ViaPath regrets that *** ******* did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  ***************
  

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GTL should ONLY be charging $0.99 to load money, regardeless of the method used, and there should be no limit per transaction, those are both explicit in the contract. They are charging some people more than the $0.99 fee to load money and they are limiting us to $300 per transaction or $30 if you set up auto reload.An additional contract violation is the tax charged per call. The contract says there will be no additional fees beyond the per minute fee and the $0.99 transaction fee when adding funds.

  Business Response

  Date: 06/16/2023

  ************************                                                                                                  June 16, 2023
  ************************
  Port St. Lucie, FL *********
  **************
  Email: **************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:********************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ********************* contacted the Better Business Bureau with the claim that Global Tel*Link Corporation (GTL) Violated its contractual obligations under its contract with the ******* ********** of Corrections (**_DOC) outlining the following complaints:
  
  GTL should ONLY be charging $0.99 to load money, regardless of the method used, and there should be no limit per transaction, those are both explicit in the contract.
  They are limiting us to $300 per transaction or $30 if you set up auto reload.
  An additional contract violation is the tax charged per call. The contract says there will be no additional fees beyond the per minute fee and the $0.99 transaction fee when adding funds.
  
  Upon further review of the specific complaints outlined and the contract terms, ViaPath can confirm that post the initial installation, and at the request of FDC to address complaints from friends and family, a limit was added of $999.00 per transaction, which was implemented on 8/11/21.
  
  In response to the auto-reload service, a user-initiated opt-in service, capped at $30.00 for consumer protection. This service is not required, and customers can make a one-time deposit in lieu of the auto-reload option.
  
  Regarding the complaint around additional fees: we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes.  ** law requires tax on communications services to be collected from the purchaser as a separate line item.  In addition to the plain language of the contract and federal and state laws, GTL's interstate published terms and conditions and the GTL website supports the pass-through of such taxes and mandatory surcharges.
  
  ViaPath regrets that ****************** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly..
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:06/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a deposit to my account on May 12 in the amount of $29 and due to an issue on their part they were not able to credit that money to my account. I have spoke to multiple people about this situation and keep getting promised that the money will be here. The money will be here and still have not received my money back.

  Business Response

  Date: 06/07/2023

  ***************************************                               June 7, 2023
  *** ******** **
  Idaho Falls, ID ***** 
  **************/(**** ********
  Email: **********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that I made a deposit to my account on May 12 in the amount of $29 and due to an issue on their part they were not able to credit that money to my account. I have spoken to multiple people about this situation and keep getting promised that the money will be here. The money will be here and still had not received my money back.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath was unable to locate the transaction referenced attempted on May 12th, 2023, in the amount of $29.00 linked to neither prepaid account ending in **** or ***. A transaction of $23.60 was confirmed as successful on May 12th, 2023, and was applied to an inmate’s prepaid account using a credit/debit card ending in ****. For us to refund and or credit the account, a bank statement would be required, showing the date and amount reported as paid. Upon receipt of such, ViaPath would be more than happy to initiate a refund or add the funds to the intended account.
  
  We regret *** ******** has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:05/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/26/23 I received a phone call from gtl at 7:52 pm stating my account had been inactive for 180 days and to call and request a refund. When I called 5/29/23 to request a refund of 20.67 I was told it expired on 5/27/23. My question was how is that giving anyone time to call back when you call at that time of evening kept getting the same answer maam it expired on the 27th. Now I understand all the other times I did not call back but I felt like this is how they keep peoples money. Asked for a supervisor I was told my questions had been answered so couldn't transfer me to anyone else

  Business Response

  Date: 06/01/2023

  *** *******************************                               June 1, 2023
  ****************************
  Muncie, IN *****
  *************
  Email: **********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that on 5/26/23 I received a phone call from GTL at 7:52 pm stating my account had been inactive for 180 days and to call and request a refund. When I called 5/29/23 to request a refund of 20.67 I was told it expired on 5/27/23. My question was how that is giving anyone time to call back when you call at that time of evening kept getting the same answer Maam it expired on the 27th. Now I understand all the other times I did not call back, but I felt like this is how they keep peoples money. Asked for a supervisor I was told my questions had been answered so they couldn't transfer me to anyone else.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the request for a refund on the expired Funds balance attached to the prepaid Advance Pay account ending in ****. As a one-time courtesy, ViaPath reinstated the expired funds to be refunded via check to be sent to the address, verified by *****************. ViaPath was advised to allow up to 30 business days to receive the refund by check.
  
  We regret the delay in processing the initial request; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Using getting out websites deposit system to deposit money for my husband tablet. He is incarcerated at ******* Prison in Hagerstown md. I’ve used the system before without incedent. This month when I tried to deposit the money ($50.00 + $4.63 sc) I got a notice stating the transaction did not go through and to contact customer support. I did and was told they did not see the transaction but to try again. So I did and got the same response. I called again and was told there was a system update and to keep trying. Which I did. Two more calls to customer support. 1 call the guy hung up on me. The next call the man told me to try again later. I tried a total of 10 times. The bank called me the next day and wanted to verify I made all these deposits and I explained what happened and that the system stated the funds could no go through. I asked her to block them but she said it was too late. I’ve made several call since then and given the run around. Finally a woman who said her name was ***** #*** said she saw where the money was withdrawn from my account but didn't know where it went. She would file a claim to refund but their policy is 180 days. I told her that was unacceptable but she said in my case maybe they can move a little faster. This is not fair and I believe constitutes fraud since on my end they were notifying me that the transaction did not go through (which it did) and the support team kept telling me to keep trying I am out $54.63 times 10. $546.30. Plus time and aggravation. I informed the assistant warden at the correctional facility to advise others. But mainly I want my money back. When I log into my gtl account it does not show any of these transactions and Im afraid nothing will happen and Ill never see my money again attached file shows the transactions as pending but they have all been completed

  Business Response

  Date: 05/31/2023

  **************** ******                                                                       May 31, 2023
  ***** *********************
  King George, VA  *****
  **************
  Email: **********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that I’ve been using GettingOut website’s deposit system to deposit money for my husband's tablet. He is incarcerated at Roxbury Prison in Hagerstown. I’ve used the system before without incident. This month when I tried to deposit the money ($50.00 + $4.63 sc) I got a notice stating the transaction did not go through and to contact customer support. I did and was told they did not see the transaction but to try again. So, I did and got the same response. I called again and was told there was a system update and to keep trying, which I did. Two more calls to customer support. 1 called and the guy hung up on me. On the next call, the man told me to try again later. tried a total of 10 times. The bank called me the next day and wanted to verify I had made all these deposits. I explained what happened and that the system stated the funds could not go through. I asked her to block them, but she said it was too late. I’ve made several calls since then and was given the runaround. Finally, a woman who said her name was ***** #*** said she saw where the money was withdrawn from my account but didn’t know where it went. She would file a claim for a refund, but their policy is 180 days. I told her that was unacceptable, but she said in my case they can move a little faster. This is not fair, and it constitutes fraud since in the end they were notifying me that the transaction did not go through (which it did) and the support team kept telling me to keep trying I am out $54.63 times 10. $546.30. Plus, time and aggravation. I informed the assistant warden at the correctional facility to advise others. But I want my money back. When I log into my GTL account it does not show any of these transactions and I’m afraid nothing will happen, and I’ll never see my money again. The attached file shows the transactions as pending but they have all been completed.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the attached documents showing the pending transactions outlined in the complaint, however, the status of those transactions is pending and have not been paid to the merchant. Further review revealed that the last transaction applied to *** ******’s prepaid account by **** ****** was for $54.63 in total, minus the service fee of $4.63 was posted on 05/27/2023 per credit/debit card ending in ****. A prior deposit was accepted and applied to *** ******’s prepaid account on 04/26/2023 for $28.81, minus the service fee of $3.81.
  
  ViaPath is more than happy to process a refund within 7-10 business days back to the original method of payment upon being provided with the current bank statement showing the status of each transaction as paid to ViaPath per the dates and amounts listed in the attached document provided by *** ******.
  
  We regret *** ****** has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 06/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I am not comfortable providing a bank statement. I provided a copy from my online account showing the withdrawals with transactions tracking information and posted date.  They confirmed on one of my phone calls that the money was there. Beings they have proven they are incapable of handling transactions why should I give them all the information which could set me up for future fraud?
  Regards,
  
  *************************

  From: ************************* <**********************>
  Date: Fri, Jun 2, 2023 at 11:39?AM
  Subject: Bank statement
  To: <****************@mybbb.org>
  
  The attached file shows my bank statement with 10 withdrawals from GTL
  thank you for your assistance.
  

  Business Response

  Date: 06/07/2023

  **************** ******                                                                       June 7, 2023
  ***** *********************
  King George, VA *****
  **************
  Email: **********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania to reject our initial resolution letter citing that I am not comfortable providing a bank statement. I provided a copy from my online account showing the withdrawals with transactions tracking information and posted date.  They confirmed on one of my phone calls that the money was there. Being they have proven they are incapable of handling transactions why should I give them all the information which could set me up for future fraud?
  
  Upon further review of the complaint addressing the concerns outlined, ViaPath confirmed that all transactions (9) for $54.63 processed between 05/22/23 & 05/24/23 were successful, and unfortunately, were not posted to ******* ******'s account as initially reported. The same holds true for the transaction of $28.81. 10 transactions in total. ViaPath took immediate action to refund/void all the transactions back to the credit/debit card ending in ****. Please allow 5-7 business days for the credits to appear. This information was relayed in response to an email received from *** ******.
  .
  We regret *** ****** has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 06/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ok so my husband is located at the **************************************** in ******** California. He has a tablet and every time he tries to call after 4pm the calls drop or go silent. The tablet wont let him login to let him message me after 4pm. He’s purchased the movie monthly subscription and they aren’t even putting new movies like they are supposed to every month. The prison is saying it’s GTL and GTL is saying it’s the prison. Neither are giving a answer to the issues happening. Us loved ones put lots of money into these apps to be able to use them and they are no where near good. With the 1.2 star rating and then being all over the US you would think that by now they would have good service with there tablets and phone service. They need to fix this mess and update these apps and tablets for better service. 

  Business Response

  Date: 05/24/2023

  **. *************************************************************************** May 24, 2023
  ********************************************************
  Tulare, CA*********
  Email:  *******************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: ************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that my husband is located at the **************************************** in ******** California. He has a tablet and every time he tries to call after 4pm the calls drop or go silent. The tablet wont let him login to let him message me after 4pm. He's purchased the movie monthly subscription and they aren't even putting new movies like they are supposed to every month. The prison is saying its GTL and GTL is saying its the prison. Neither gives an answer to the issues happening. Us loved ones put lots of money into these apps to be able to use them and they are nowhere near good. With the 1.2-star rating and then being all over the US you would think that by now they would have good service with their tablets and phone service. They need to fix this mess and update these apps and tablets for better service.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath is aware of the issues outlined regarding dropped calls in addition to numerous unsuccessful attempts to process a call, and we are working diligently to improve the functionality of the call attempt to be successful the first time. Inmates are experiencing intermittent issues with completing calls during peak calling times across the entire DOC (Department of Corrections). Please note that due to the changes initiated for free calls across the state, the call volume increased by 40% causing the servers to hit capacity during peak calling times of 1700 – 2200 hours. ViaPath has ordered additional servers and is currently waiting for them to be delivered and deployed. Unfortunately, the instances mentioned will continue until this action is complete, and we regret the inconvenience this is causing, but we are working diligently to address and rectify the issues experienced.
  
  We regret ****************** has not had a great experience using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  Office ************ 
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 06/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I believe that this company can be better, they make billions of dollars off of everyone in the US and can’t seem to make this a better company. 
  We as family members spend way to much money for these tablets not to work. 
  If u have a big company I’m pretty sure u have many people working for u. 
  my husband has even put in a trouble ticket for his tablet and they have yet to go out there and exchange his tablet for another.
  come on do better than what y’all are doing 
  
  Regards,
  
  *************************

  Business Response

  Date: 06/05/2023

  **. ********************************************************* June 5, 2023
  *****************************
  Tulare, CA *****
  **************
  Email:  *******************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: ************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania to reject our initial response citing that I am rejecting this response because I believe that this company can be better, they make billions of dollars off everyone in the US and can’t seem to make this a better company. We as family members spend way too much money for these tablets not to work. If u have a big company, I’m pretty sure u have many people working for u. My husband has even put in a trouble ticket for his tablet, and they have yet to go out there and exchange his tablet for another.
  
  Upon review of the complaint addressing the concerns outlined, as stated in our initial response, ViaPath is aware of the issues outlined regarding dropped calls in addition to numerous unsuccessful attempts to process a call, and we are working diligently to improve the functionality of the call attempt to be successful the first time. The issue is not the tablet as stated in the rejected response, the Inmates are experiencing intermittent issues with completing calls via their tablet during peak calling times across the entire DOC (Department of Corrections). Please note that due to the changes initiated for free calls across the state, the call volume increased by 40% causing the servers to hit capacity during peak calling times of 1700 – 2200 hours. ViaPath reviewed the profile activity for the inmate referenced to confirm that he has recently been successfully completing call attempts via the tablet. If there are additional issues that need to be reported, please advise us to investigate and resolve them promptly.
  
  We regret ****************** has not had a great experience using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  Office ************ 
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 06/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The tablets have been down since Friday around noon and they have yet to come back up. How does the kiosk in the dayroom work but yet the tablets don't? I would like to know!

  Does the prison have the option to control the on and off power of the tablets?

  I need answers and I'm pretty sure other people would love to know as well because there is a lot of us wondering the same
  
  Regards,
  
  *************************

  Business Response

  Date: 06/13/2023

  **. *********************************************************** June 13, 2023
  *********************
  Tulare, CA*********
  **************
  Email:  *******************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: ************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania to reject our initial and follow up responses to the complaint citing that I am rejecting this response because: The tablets have been down since Friday around noon, and they have yet to come back up. How does the kiosk in the dayroom work but yet the tablets don’t? I would like to know! Does the prison have the option to control the on and off power of the tablets? I need answers and I’m pretty sure other people would love to know as well because there is a lot of us wondering the same.
  
  Upon review of the complaint addressing the concerns outlined, as stated, ViaPath is aware of the issues outlined regarding dropped calls in addition to numerous unsuccessful attempts to process a call, and we are working diligently to improve the functionality of the call attempt to be successful the first time. Inmates are experiencing intermittent issues with completing calls during peak calling times across the entire DOC (Department of Corrections). The tablet device is dependent on the WI-FI service/bandwidth/servers which we explained that due to the changes initiated for free calls across the state, the call volume increased by 40% causing the servers to hit capacity during peak calling times of 1700 – 2200 hours. ViaPath ordered additional servers and is currently waiting for them to be delivered and deployed. Unfortunately, the instances mentioned will continue until this action is complete, and we regret the inconvenience this is causing, but we are working diligently to address and rectify the issues experienced.
  
  In regard to why the kiosk is working as opposed to the tablets, please note that the kiosk and the tablets are on different servers, and therefore the kiosk is not affected by the intermittent issues experienced by the tablet. We are working diligently to resolve these issues outlined as soon as possible.
  
  We regret *** ******* has not had a great experience using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  Office ************ 
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:05/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Calls on the GTL app are constantly dropping the phone doesnt work and we are unable to receive calls. There is no service at times and the app constantly goes down. I would like GTL to look I to this issue when we call to complain they send us in circles and nothing is resolved

  Business Response

  Date: 05/22/2023

  *** *******************************************                               May 22, 2023
  *************************
  San Fernando, CA *******
  **************
  Email: *****************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:*********************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *********************** The BBB of Metro Washington DC & Eastern Pennsylvania citing that calls on the GTL app are constantly dropping the phone doesn’t work and we are unable to receive calls. There is no service at times and the app constantly goes down. I would like GTL to look into this issue when we call to complain they send us in circles, and nothing is resolved.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath is aware of the issues outlined regarding dropped calls in addition to numerous unsuccessful attempts to process a call, and we are working diligently to improve the functionality of the call attempt to be successful the first time. Inmates are experiencing intermittent issues with completing calls during peak calling times across the entire DOC (Department of Corrections). Please note that due to the changes initiated for free calls across the state, the call volume increased by 40% causing the servers to hit capacity during peak calling times of 1700 – 2200 hours. ViaPath has ordered additional servers and is currently waiting for them to be delivered and deployed. Unfortunately, the instances mentioned will continue until this action is complete, and we regret the inconvenience this is causing, but we are working diligently to address and rectify the issues experienced.
  
  We regret *** ****** has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com